Experience Standards & Quality Manager

RESPONSIBILITIES

Experience Quality & Service Excellence

-

Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience.

-

Serve as a visible, high-touch Experience ambassador, working closely with Experience Leads to build personal relationships with frequent guests, deeply understand their preferences, and deliver a journey that feels genuinely bespoke; act as the local face of Aero by greeting guests on arrival and departure, serving as their primary point of contact for feedback, special requests, and real-time service recovery in your region.

-

Observe, assess, and continuously evaluate guest experience delivery across scheduled and charter flying.

-

Conduct experience quality audits, ride-along flights, jet and lounge walk-throughs to ensure the fleet and lounges are presented and maintained to Aero standards.

-

Identify service gaps, inconsistencies, and opportunities; partner with the Director of Experience Design & Development to address them through updated standards, tools, or training inputs.

Champion service recovery best practices and ensure consistent guest-first execution during irregular operations.

Experience Leadership Partnership & Coverage

• -
• Serve as a close leadership partner to the Inflight & Lounge Experience Manager.
• -

Provide management coverage and deputization when required, including

• -
• Supporting real-time guest experience decision-making during disruptions
• -
• Assisting with last-minute coverage challenges and charter escalations from an Experience perspective
• -
• Representing Experience leadership in cross-functional discussions when needed
• -
• Fly and work in the lounge regularly to maintain credibility, firsthand insight, and strong relationships with Experience Leads and Specialists.
• -
• Actively participate in service delivery to model Aero’s service standards and behaviors.
• -
• Provide full support for all departures from Southern Florida, including passenger greeting, check-in, and screening procedures.

Base Experience & Lounge Oversight

• -
• Serve as the on-site representative for the Director of Experience Design and Development during the build out of Aero’s lounge in Southern Florida.
• -

Ensure the Aero lounge and jets consistently reflect brand standards for

-
Cleanliness, readiness, visual presentation, and guest flow
-
Inventory accuracy, first-choice meal availability, and thoughtful amenity presentation
-
Oversee base-level food & beverage execution, amenities, and vendor coordination, ensuring daily delivery meets Aero experience standards.
-
Manage key base-level experience vendor relationships and contracts, including catering, beverage partners, cleaning, and specialty service providers, ensuring:
-
Consistent quality and service levels
-
Adherence to brand and experience standards
-
Timely issue resolution and performance feedback
-

Partner with the Director of Experience Design & Development on

• -
• Contractual inputs and renewals related to the guest experience
• -
• Service scope changes or experience enhancements at the base level
• -
• Partner with Finance to ensure adherence to per-guest budgets, controlled spending, and responsible inventory management.
• -
• Support execution of special events, jet visits, brand moments, and guest activations in collaboration with Marketing and Business Development.

Experience Standards, Feedback & Continuous Improvement

-

Own the closed-loop feedback process for experience insights gathered from

• -
• Direct observation (cabin, lounge, fleet)
• -
• Experience Lead and Specialist feedback
• -
• Guest feedback
• -

Translate insights into clear recommendations for

• -
• Service flow enhancements
• -
• Resource or amenity refinements
• -
• Experience-focused process improvements
• -
• Support the Director of Experience Design & Development by surfacing real-world insights that inform updates to experience documentation and standards
• -
• Act as a trusted conduit between frontline Experience teammates and leadership, ensuring information flows clearly, consistently, and constructively.

People Leadership

• -
• Take on the future management of the Southern Florida Base coordinator, ensuring all stocking needs are consistently met.
• -
• Assist in the expansion of the Southern Florida Experience team by conducting in-person candidate interviews.
• -
• Visible leadership presence for Experience Leads and Specialists through coaching, feedback, and example-setting.
• -
• Trusted escalation point for Experience-related quality concerns.

REQUIREMENTS

-

5+ years of experience managing CSRs in part 91/135 operations.

-

Experience flying as CSR in part 91/135 operations.

-

Must successfully complete and maintain Aero’s Experience Lead Trainer accreditation

-

Must successfully complete and maintain TSA screening accreditation

-

Strong understanding of aviation safety, part 91/135 operations, regulatory compliance, and TSA/OSHA requirements.

-

Excellent communication skills, both written and oral.

-

A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives.

-

Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment.

-

Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.

-

Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft.

-

Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.

-

Must live within 60 minutes of the OPA Airport.

-

Must be a US Citizen

-

As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP)